Sr. Field Analyst

Sr. Field Analyst

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

In this role, you will be a pivotal figure in driving service attachment and implementing digital technologies for the North America Service Business. You will help identify and drive service opportunities. You will help develop and drive Internet of Things (IoT) projects elevating customer and technician experiences. Your work will focus on new service opportunities and business practices impacting operational efficiencies and new business opportunities.

Your strategic approach will be key to adopting innovative technology, processes focused on continuous improvements, and delivering actionable insights to our customers. You will identify opportunities through listening to and understanding internal and external facing business problems.

• Increase service adoption and understanding how to use available information to enhance performance.
• Provide inputs to implement the systems, data, and actionable insights that drive outcomes.
• Demonstrate system capabilities to internal and external customers.

• Support the growth of service agreement attachment for new and existing machines.
• Monitoring, internal and external outreach, education, documentation preparation, renewal monitoring.
• Act as fleet manager for EaaS programs including the Clean 360 program.
  
  Responsibilities include:
• Monitoring fleet service activity and report on performance to ensure service team is delivering minimum uptime of 90% annually.
• Support the implementation of IoT Projects including Change Management with Field Service.
• Establish Key Performance Indicators, monitor how we use technology and produce reports and insights to drive adoption and optimization.
• Create and maintain work instructions and process documents.
• Provide knowledge sharing and coaching employees through change management initiatives.
• Point of contact for field service technician questions and inquiries regarding working with the IRIS asset management system.
• Help our field service technicians use information to improve performance.
• Identify how to make it easier and more integrated in the standard workflow.
• Support sales team and customers on IRIS portal usage as needed.
• Monitoring and troubleshooting connectivity and gather feedback on system operations.
• Promote the use of IoT across our connected fleet.
• Help drive education and use of the current functionality.
• Collaborate in the creation of new service offerings tailored for virtual service.
• Create supporting sales materials for consistent messaging to customers interested in connected fleet strategies.
• Gather VOC feedback to drive the development of new IoT features and Service Offerings to increase contract attachment rates and boost our sales of connected machines.
• Advocate for customers with our product teams, influence roadmap decisions, and suggest improvements.
• Understand customer requirements and pain points and partner with cross‑functional teams to simplify, enhance, and automate existing processes to improve workflows.
• Deliver insights on deployment, repair trends, common failures, and other indicators of program health.
• Support ad hoc assignments as needed.

• Bachelor’s Degree, preferably in a business‑related discipline with 5+ years of operational experience.
• Non‑degree considered if 10+ years of related experience, along with a high school diploma or GED.
• 3+ years of direct customer project or support roles.
• Highly analytical with a balance of implementation and business knowledge.
• Outstanding communication and presentation skills.
• Demonstrated ability to proactively team with all levels of the organization/program.
• Possess excellent…